Intake Specialist

Job Details

Job Location:

Center for Sustainable Careers - Baltimore, MD Position Type:
Full Time Education Level: Not Specified Salary Range: $45,000.00 - $55,000.00 Salary/year Travel Percentage:
Negligible Job Shift: Day Job Category:
Staff Member

Civic Works’ Energy Programs makes it easy and affordable for Baltimore City and Central Maryland residents to go solar, upgrade their energy efficiency, and strengthen the resilience of their homes. Through our programs, residents of all income levels lower their energy bills, improve the comfort and safety of their homes, and have a positive impact on the environment. As an integral part of Civic Works’ job training center, we also play a pivotal role in expanding access to quality careers in the clean energy sector.

Civic Works’ green initiatives have been highlighted by The Baltimore Sun, The Washington Post, the US Conference of Mayors, and the Maryland Sustainable Growth Commission. Join us in creating a resilient clean energy economy. Learn more about our transformative residential energy programs at

The Intake Specialist will play a key role in driving the adoption of solar and energy efficiency upgrades in Baltimore area communities. Through phone-, SMS- and email-based advising services, the Intake Specialist will serve as a resource for homeowners and motivate them to sign up for solar and energy efficiency upgrades. The Intake Specialist will encourage homeowners to schedule a solar and/or energy efficiency assessment, and then implement the recommended improvements.

Throughout the installation process, the Intake Specialist will provide step-by-step guidance, and ensure that homeowners receive fair treatment and quality service.

The ideal candidate thrives in a fast-paced, high-demand, call center environment and excels in verbal communication. They possess strong interpersonal skills, with the ability to build relationships and connect effectively with a diverse range of clients and stakeholders.

• Manage the conversion from potential clients to satisfied customers by motivating individuals to sign up for Civic Works’ suite of energy efficiency and solar energy services.
• Intake Specialists must be available in the phone queue during open hours to answer incoming calls and assist clients by providing information about Civic Works services.
• Conduct outreach via phone, text, and email in a call center-style environment to engage prospective clients. Intake Specialists are assigned leads and are responsible for following up within three business days.
• Respond promptly to inbound inquiries, acquiring new clients and expanding existing client relationships by promoting additional services.
• Guide program participants throughout the application and intake process, consistently following up to ensure timely submission of supporting documentation.
• Have a full understanding of, and demonstrate proficiency at explaining all products and services to existing and prospective clients.
• Review applications for completeness and determine eligibility for grant-funded programs.
• Regularly and accurately enter data into Salesforce, including all communications and correspondence with clients.
• Meet or exceed individual performance targets, including daily outbound call volume, response time on assigned leads, assessments scheduled per week, and conversion rate from lead to completed install. Targets are reviewed with your supervisor and adjusted as programs and funding sources change.

• Consistently follow up with program participants to ensure they move forward through each stage of the building assessment, installation, and quality control inspection process.
• Coordinate with other staff members to ensure the program is delivering on each client’s needs and expectations.
• Maintain a high level of customer satisfaction and professionalism during all client interactions.
• Complete client interactions by offering recommendations, arranging follow-ups, or directing individuals to relevant agencies as needed and providing wrap-around services.

• Participate in…